Director, Field Service - Composition Brands

Description

Own Customer Experience. Drive Business Results. Lead the National Service Organization.

About the role

Brands is seeking a strategic and commercially minded Director of Field Service to lead and transform our national field service organization. This high-impact leadership role is responsible for developing service strategy, managing field operations, overseeing partner performance, enhancing customer experience, and achieving operational excellence across our geographically dispersed service network.

Responsibilities

• Lead and optimize a high-performing national service organization by developing Regional Service Managers, managing Authorized Service Companies and service partners, and driving consistent execution, accountability, and operational excellence across all regions.
• Elevate customer experience and business performance by leveraging data-driven insights to improve service outcomes, increase customer satisfaction, enhance service profitability, and drive continuous improvement across the service network.
• Shape the Future of Service and execute long-term, multi-brand service strategies that enhance service quality, improve technician and network performance, drive innovation, and reduce cost-to-serve.

Requirements

• Bachelor’s degree with 10+ years of leadership experience in field service, service operations, or customer support, including oversight of remote teams and service partner networks.
• Strong technical and operational expertise supporting service-intensive products, with deep knowledge of service KPIs, analytics, performance management, and continuous improvement.
• Proven ability to lead organizational change, influence cross-functional stakeholders, and communicate effectively with executive leadership.
• Experience in home appliances, consumer durables, HVAC, electronics, automotive, medical devices, or other complex service and repair environments is highly valued and will help accelerate success in this role.
• Experience owning service economics—including warranty performance, service productivity, cost-to-serve, or service P&L responsibility—is especially desirable.

Qualifications

This position requires approximately 30–50% travel throughout service regions, including dealer and service partner business planning meetings.